Complaints

This profile includes complaints for Flight Network Ltd's headquarters and its corporate-owned locations. To view all corporate locations, see Find Local Branches.

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  Flight Network Ltd

  2850 - 145 King St W Toronto, ON M5H 1J8

• 

  Flight Network Ltd

  1401 - 145 King St W Toronto, ON M5H 1J8

The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

• Initial Complaint

  Date:09/01/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  We booked a flight with flight network to travel in January 2022. The government of Canada was discouraging all travel due to COVID-19 (omicron) so we called them to cancel the trip and get open tickets. They confirmed same via email (*** **********). We tried to use the open tickets this month (January 2023) to book new flights. However, Flight Network forgot to cancel with the airline (*** ******). As such, we paid approx. $2,500.00 and received nothing due to their error. We called multiple times and there was no transparency and they did not issue a refund.

  Business Response

  Date: 16/01/2023

  Dear Ms. *******,
  
  Thank you for your message.
  
  We are sorry to hear of the issues you faced when trying to use your open
  ticket and rebook your flight. Upon checking your booking now, we can see that
  there were indeed some technical issues which made it difficult for us to
  change your tickets, but that we were eventually able to make the applicable and requested change. According to our
  internal notes, your new itinerary was issued and confirmed from our end on 07
  January 2022, and a confirmation email was sent to you as well.
  
  We therefore hope that your complaint has already been resolved to your
  satisfaction and we apologize again for any inconvenience caused.
  
  Thank you for your patience and understanding!
  
  Kind regards,
  Customer Relations Team
  Flightnetwork

  Customer Answer

  Date: 16/01/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  We had booked two flights with flight network. Only one was reschedule due to technical difficulties. We received absolutely no refund, voucher or value for the return flight. 

  
  
  
  Sincerely,
  
  
  
  ****** *******

  Business Response

  Date: 06/02/2023

  Dear Mrs. ****** *******, 

  Thank you for your reply regarding your order ******. 

  We are currently checking the available options  for the return flight with the airline and we will revert back to you in order to inform you accordingly as soon as possible. 

  Thank you in advance, 

  Best Regards 

  Customer Relations Team 

  Flight Network CA 

  Customer Answer

  Date: 10/02/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: we were looking for a return flight on January 28, 2023. That date has passed. We had to pay full price to book another flight. We received no compensation from FlightNetwork for their error with the return flight. They were unable to book the return flight do to their mistake and keep saying they are "looking into this issue". The issue can only be fixed with a refund for the return flight at this point. 
  
  
  
  Sincerely,
  
  
  
  ****** *******

  Business Response

  Date: 27/02/2023

  Dear Ms. *******, 
  
  Thank you for your response. 
  
  After reaching out to the airline, we
  received a response that an open ticket for your return flight is still valid.
  We can also see that an email has been sent to you on 11 February 2023,
  confirming the conditions of the open ticket.
  
  Although we understand you are requesting a refund, the airlines policy does
  not allow for such, and therefore we will not be able to mediate a refund
  transaction to you. According to our internal notes, you confirmed to only
  rebook your outbound flight. Although there was an issue with your return
  tickets, and our phone agent was not able to rebook it, the case was escalated
  to our support team to handle, but since you finally confirmed to rebook only
  the outbound flight, forgoing the return, we took no action on your return
  tickets.
    
  Whenever you wish to utilize the open ticket received, please do let us know
  and we can arrange for our internal support team to contact you and assist,
  without delay.
  
  Thank you for your patience and understanding, we remain at your disposal.
  
  Kind regards,
  Customer Relations Team
  Flightnetwork
  

• Initial Complaint

  Date:06/01/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I have bought a ticket with order number ****** from flight network back in November 2021 for flight on Jan 2022.
  
  We have request to cancel the flight and accept the penalty from the cancellation. However, the refund never happen and based on their website, it is stating refund processed by ********* Airlines back in 12 Feb 2022.
  
  Until today i havent receive any refund from them. Everytime i have lodge an email, they only reply that they are experiencing delay and checking internally.
  
  Its nearly 1 years to get my refund for approx $ 2657.90 AUD.
  
  It is a shame for business who cant refund what ever that is not belong to them.

  Business Response

  Date: 13/01/2023

  Dear Mr. ********, 
  
  Thank you for your message. 
  
  We note your complaint is in regards to a pending refund, of which you seek to be processed. 
  
  Upon investigating your order, we note you confirmed a voluntary cancellation of your tickets, in accordance with the airlines ticket policy and our Terms and Conditions. We are sincerely sorry about the delay of your refund, as we could now confirm that we have received your funds in return from the airline. As a gesture of goodwill, we have processed the refund received from the airline, without a deduction of our service fee, which you previously approved. Attached you will see the successful refund recorded in our system.
  
  We hope this will successfully resolve your complaint and we apologize again for the delay.
  
  Thank you for your patience!
  
  Kind regards,
  Customer Relations Team
  Flightnetwork

  Customer Answer

  Date: 13/01/2023

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  ****** ********

• Initial Complaint

  Date:05/01/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought a flight to through flight network in November and even paid extra for the ability to change the flight. My scheduled flight is now a day away and I've been calling Flight Network for the past month to try to change it. Yesterday was the worst as I tried over 5 times to change the flight and every time I did - they said their system was down or one time they even lied and said the airlines system was down - mind you, in that same moment, I was using it to change my departure flight which I booked directly through the site. They then promised that a manager was going to call me two hours after my last call to issue a refund and its now been over 24 hours. I'm on the phone again with them and they've transferred my call 4 times already - one person said my flight my cancel - which it wasn't - then he claimed his system was down so then he switched the call to someone else who has now been "checking my details " for the last hour. **** *** ******** **** ******* *** no one should have to deal with this level of stress and incompetence especially for paying extra to have a flexible flight. NO MATTER HOW MUCH MONEY THEY'RE CLAIMING TO SAVE YOU...ITS NOT WORTH THE STRESS.

  Business Response

  Date: 11/01/2023

  Dear *** *******, 

  Thank you for your mail regarding your order number ******. 

  We have looked into the order and we can verify that due to some system issues we were not able to assist you with your rebooking request when you initially got in contact with us on the 4th of January 2023. 

  Nevertheless, we were finally able to handle this request and rebook your ticket as per your request, 2 days later ,on the 6th of January 2023 and we also sent you a written confirmation with the updated itinerary to your mail on the same date. 

  In addition, kindly note that we have received a notification from your Bank on 9th January 2023 informing us that you have initiated a payment dispute, i.e. a Chargeback investigation. Until the payment dispute is finalized by the Bank, to which an estimated date of 09th April 2023 has been given, unfortunately we will not be able to process any refund or otherwise handle the claim. The reason for this is that your bank may decide in your favor regarding the payment dispute, in which case you will receive the money from the Bank directly through this process.

  We hope the above information clarifies this claim at this point. 

  Kind Regards

  Customer Relations Team, 

  ******** ** *********** **** ***********

   

• Initial Complaint

  Date:05/01/2023

  Type:Product Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I booked a flight to Indonesia from Sydney for my son and I through flight network.
  ****** canceled the flight.
  I have applied for a refund for the cancellation.
  ****** have informed me that no request for a refund has been received from flight network.
  I have made numerous calls and online chats that all offer no evidence of any refund request being forwarded.
  This has been over 6 weeks and no request for refund forwarded to ******.
  I am consistently fobbed off with it being’ processed’.
  * ******* **** ******* ************ **** *** ****** *** ********* with straight ******* *******.
  Reference no for flight network is ******

  Business Response

  Date: 12/01/2023

  Dear *** *********** * *****, 

  Thank you for your mail regarding your order number ******. 

  We have looked into the order and we can verify that we have already submitted a refund request towards the airline since the 17th of November 2022. Nevertheless, we have not received yet any reply or the funds back from the airline. 

  Kindly note that we act only as an intermediary between the relative airline and the customers so we do not have any control over the airline's procedures and handling times. In addition, we can only process a refund only when we receive the funds from the relative airline which is the provider of the travel services and final recipient of the customer's payment (once a booking is finalized on our portal). 

  Based on this delay, we have also sent a reminder to the airline regarding this case and we are waiting their reply. Kindly **** ******** * **** ** our initial request and our reminder, as a proof and as your point of reference. 

  In any case , you can also get in contact with the airline and clarify the exact time frame of this refund process. 

  We hope the above information clarifies this claim. 

  Best Regards

  Customer Relations Team 

  Flight Network AU

   

   

   

   

   

  Customer Answer

  Date: 12/01/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  The email address supposedly used to request the refund from ****** airlines is not even correct. Could you please check this

  I have spoken at length with ******.

  They have assured me that no refund request has been received from flight network.

  The tickets are with ****** and still open ..awaiting a request.

  The information provided by flight network is completely misleading.

  I am completely dissatisfied that flight network continue to mislead me and not provide the request for a refund from ******.

  I would appreciate any help and the appropriate action being taken.
  
  
  
  Sincerely,
  
  
  
  ***** *****

  Business Response

  Date: 02/02/2023

  Dear *** *********** * *****, 

  Thank you for your reply regarding your order ******. 

  Based on your claim we would like to clarify the following :

  As an intermediary we do not have any control over each airline's procedures and we are always obliged to follow them. Each airline provides us with a specific procedure for refunds which also includes the relevant e-mail address where we can send a refund request or any other claim. Kindly note that  this e-mail address is only used for internal use between the airline and the travel agency and it is completely different from the communication channels which are used for direct contact between a customer and the airline. 

  For this reason, we are not authorized by the airline to completely share this e-mail address with the customer. From our end, whenever we have a refund pending issue (which includes a delay in receiving a reply or the funds from the relevant airline) we always send a copy of our request to the customer as a proof and as a point of reference. As we indicated above, since we are not authorized to share this email address we have to exclude it as  a whole or partly from the copy which we sent to the customer.  

  Nevertheless, each airline can track this request, based on their procedure, by using our copy which includes all the necessary data(date, our email address, part of their email address, case number etc). 

  Regarding your claim , since you are in contact with the airline, in case they want us to follow a different procedure or send our request to a different address from the one which they have set as standard for refund requests , kindly provide us with the relevant information and we will act accordingly on a high priority basis. 

  We hope the above information clarifies this claim at this point and we remain at your disposal if you need any additional information or clarification. 

  Thank you in advance 

  Best Regards

  Customer Relations

  Flight Network AU

   

   

  Customer Answer

  Date: 03/02/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  ****** cancelled my flight which I had booked through Flightnetwork.

  Sydney to Jakarta. 2 passengers.

   I notified Flight network about this on Nov 14 2022.

  Flightnetwork tell me that they have submitted a refund request to ******.

  ****** are firm in their insistence that no refund request for this has been received by them. The ticket is still open. ****** sent me the details.
  

  Flightnetwork have provided no credible evidence of any correspondence requested a refund.

  Whenever I contact Flightnetwork,their response is the same…they simply tell me to wait.

  As Flightnetwork well knows, I cannot get a refund directly. It must be requested by them. Surely that is something they could do, and provide evidence of it.

  I believe that Flightnetwork are not assisting me in any way to get the refund I am entitled to and are not behaving in a professional manner.

  Regards,

  ***** *****

   

   

  Business Response

  Date: 15/02/2023

  Dear ** *****,
  
  Thank you for your response.
  
  To clarify some of your concerns; the statement that the airline cannot refund
  your ticket without our explicit request is incorrect. The airline is your
  contractual partner for the provision of the flight and can make any changes
  they want to your ticket, including processing a refund. It is not a matter of
  being able to, but rather it is a matter of internal policy, meaning they can
  choose not to.
  
  The ticket status will only change from “open” to “refunded” once the airline
  has processed the refund. We have already provided you with proof that we have
  reached out to the airline, although we understand from your response that this
  was not sufficient. As noted in our previous response, we have followed the
  instructions of the airline, and requested your refund in the manner they have
  chosen.
  
  Again, as you are in contact with the airline, you may ask them to provide you
  with an alternative procedure. If the airline is willing to provide one to you,
  we would happily oblige and try another way. Until then, the only option we
  have available is the way we have been instructed to proceed. We have sent another
  reminder to the airline, as no funds have yet to be received in our account.
  
  Rest assured that if the airline responds and approves our request, subsequently sending us your funds, we will mediate the refund transaction to your without undue delay, in accordance with our Terms and Conditions. 
  
  Thank you for your patience and understanding.
  
  Kind regards,
  Customer Relations Team
  Flightnetwork
  
  

  Customer Answer

  Date: 19/02/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  Flightnetwork have had since November 14 to provide my refund for a flight cancelled by ******. 
  

  ****** say that they have no request from Flightnetwork and that the ticket is still open.

  At no stage during my numerous dealings with Flightnetwork over the last three months have they provided any credible evidence of having even lodged a refund request.

  Repeatedly I am told..’ just wait’ or try to deal with the airline directly for a refund,which is not possible.

  Over three months waiting for a simple refund. Not only no sign of a refund, no credible evidence of a request being lodged.

  I have found Flightnetwork to be completely unhelpful in getting a simple refund for a flight cancelled by ******.

  Sincerely,

  ***** *****

  Business Response

  Date: 01/03/2023

  Dear *** *****,
  
  Thank you for your response.
  
  To reiterate, as an intermediary we can only process a cancellation refund once
  the applicable funds have been returned to us by the airline. This is
  completely in line with our Terms and Conditions. Although we are sorry to hear
  that you are not satisfied with what we have so far provided you, to show that
  we have indeed reached out to the airline to request a refund, we have followed
  the instructions received from the airline.
  
  We have recently received a response and update from the airline, which has
  been attached to our response here, where they state that they will process
  your refund to our card within 30-45 business days. Once the funds have been
  received in our account, we will mediate the refund transaction to you, in
  accordance with the airlines policy and our Terms and Conditions. Please note that the handling time of the airline is out of our control, but that your order is on our refund queue being monitored until the airline has sent us your funds. 
  
  We hope this has finally reassured you that your case has not been forgotten,
  and that you will receive your refund once the responsible party, ******, has
  sent us your funds.
  
  Thank you for your patience and understanding!
  
  Kind regards,
  Customer Relations Team
  Flightnetwork

  Customer Answer

  Date: 02/03/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:

  The matter of my refund remains unresolved.

  While it was somewhat useful for Flightnetwork to provide a response they had received from ****** promising a refund, it was puzzling  and not very reassuring that there was no actual date on the information provided by ******. 
  

  The other point of concern is Flightnetwork not confirming they would provide my refund as soon as it is received by them.

  The facts remain that ****** cancelled the flight in Nov and I requested my refund with Flightnetwork. It is now Mar 3 and no still no refund, so until this refund is sent to me the matter remains unsatisfactorily unresolved.
  
  
  
  Sincerely,
  
  
  
  ***** *****

  Business Response

  Date: 13/03/2023

  Dear *** *****,
  
  Thank you for your response.
  
  Although we understand your frustration, if you read our previous response
  again you will see that an estimation of the timeline was provided by ******,
  and we also noted that once we have received the funds in return from the
  airline, we will process the refund to you. The exact statement was:
  
  “We have recently
  received a response and update from the airline, which has been attached to our
  response here, where they state that they will process your refund to our card
  within 30-45 business days. Once the funds have been received in our account, we
  will mediate the refund transaction to you, in accordance with the airlines
  policy and our Terms and Conditions.”
  
  Again, until we have received the funds in return from the airline, we are
  unable to mediate a refund transaction. However, rest assured that your case
  has not been forgotten and your order is being monitored awaiting the funds
  from the airline.
  
  Thank you for your patience and understanding.
  
  Kind regards,
  Customer Relations Team
  Flightnetwork 

  Customer Answer

  Date: 20/03/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: I am still waiting for a refund for the cancelled flight. Over four months now. This is unacceptable and I will keep this complaint process active until my money is returned.
  
  
  
  Sincerely,
  
  
  
  ***** *****

  Business Response

  Date: 24/03/2023

  Dear *** *****,
  
  Thank you for your response. 
  
  Although we fully understand your frustration, we want to highlight that we have continuously worked to get a refund of your tickets from the airline. Upon checking with our refunds team now, they confirmed that the airline had finally processed your funds to us and therefore your refund was processed today, in accordance with the airlines policy and our Terms and Conditions. Please allow 3-5 business days for the funds to reach your account, depending on your individual banks turnaround time. ******** ** *** ******** you can see the successful refund recorded in our system.
  
  Thank you. 
  
  Kind regards,
  Customer Relations Team
  Flightnetwork

• Initial Complaint

  Date:03/01/2023

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  My wife and I bought flights through Flight Network on June 19th 2020 for a trip to Japan, but at the time of the flight tourists were not allowed to enter Japan due to the covid-19 pandemic. We contacted Flight Network about this issue over the phone and they said they would create an open ticket to allow us to allocate the money we had spent on the June 19th 2020 flights on a new flight. They also sent us an email (***** * *** **** ******* ** **** saying which reads:
  Hi ******,
  Your tickets in booking ****** have been converted into open tickets and can be changed to a specific date within 11 FEB 2023 from the date of issue 19 JUN 2020. When you change it to a specific date according to the rules of the airline, there might be a fare or tax difference to pay. Our handling fee will apply. To change the time and date of your booking you need to contact us by telephone. That's where we handle rebooking/changes. Our opening hours as well as phone number can be found on our website, under “Contact.” Call us and we will look together at the possibility of rebooking your ticket.
  Kind regards,
  ***** *
  Flight Network
  
  In June of 2022 we attempted to use the open ticket to purchase flights to attend a funeral and they said they would call us to schedule a new flight, but never called us. When trying to contact them about this issue they hung up on us repeatedly and ignored our emails. We have tried contacting them multiple times since then and they have continued to ignore us and not allow us to use the open ticket.

  Business Response

  Date: 13/01/2023

  Dear ** *******,

  Thank you for contacting us. We are very sorry to hear about the trouble with the rebooking process. 
  
  We have now contacted the airline to get more information of the options at the moment. We will contact you directly next week. 

  Kind regards,

  Customer Relations Team
  Flight Network US 

  Customer Answer

  Date: 20/02/2023

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: Due the the nature of a professional business I find that flight networks misunderstanding of the proper timeframe to use the open ticket and general lack of professionalism in using said open ticket to be within the own fault of the business and not the fault of me as a customer.  I still believe we should be entitled a full refund of our tickets. 
  
  
  
  Sincerely,
  
  
  
  ****** *******

  Business Response

  Date: 27/02/2023

  Dear *** *******,
  
  Thank you for your response.
  To reiterate, it is not a matter of misunderstanding on our end. We have
  provided you with the policy received from the airline at the time, although we
  understand your frustration, we cannot accept responsibility if the airline
  changes their policy. Again, we have made a requested to the airline for a
  credit/voucher, and their response to our request will be sent directly to you.
  We therefore kindly ask you to wait for their response.
  As the airline is not offering a refund, we can unfortunately not offer you
  this either, as we first have to receive your funds in return from the airline
  in order to be able to mediate a refund transaction.
  
  Thank you for your understanding.
  
  Kind regards,
  Customer Relations Team
  Flight Network US 

• Initial Complaint

  Date:03/01/2023

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I bought some tickets for my sister, husband and niece in 28/9/2022, booking reference ******. I realised that I made a mistake with my niece’s surname and used her dad’s surnames. When calling flight network they said they couldn’t change it nor I could cancel my niece flight on its own as they don’t allow to book tickets just for one child without one adult so I had to cancel 2. I called the airline and they said they could help me. That I could buy a new flight just for my niece directly on their site, they they could cancel the original flight for my niece and that they’ll refund the money to the airline. They did it and they confirmed the refund was sent to flight network on the 18/11/2022. Since then, I’ve been calling flight network weekly and sending emails and they say they can see that it has been refunded but they don’t know why I haven’t received the money yet. They apparently escalate it internally but it’s been over 1.5 months and I’m still waiting for my refund. The airline has confirmed the refund, they have confirmed they have the money, why can’t they just transfer me my money???? I just don’t understand and this is making everyone to waste time plus they’re keeping over $1,300 from me which is my money. In the written replies they keep using these canned answers about “unprecedented times” and that is over, there’s no issues now, everything is back to normal and transferring money to someone shouldn’t take them more than a day.

  Business Response

  Date: 11/01/2023

  Dear Ms.
  *******,
  
  Thank you for your message.
  
  We acknowledge that you are seeking a refund for one of the tickets in your
  order, due to an incorrect last name.
  
  Upon investigation, we find that the name could indeed not be amended from our
  end, as it is not in line with the airlines name change policy, to which we, as an intermediary, are completely beholden. However, we are
  happy to hear that the airline could provide you with an alternative option.
  
  According to your complaint, you are expecting a refund of 1’300 AUD, which was
  the approximate cost for an adult ticket in your order. However, as the ticket
  that was cancelled and claimed was a child ticket, the price was lower, which
  you can confirm by checking the price specification in your order confirmation.
  
  Checking with our Refunds department, we find that the airline has indeed
  processed a refund back to our account, for the affected ticket, and we
  sincerely apologize for the delay in forwarding the refund to you. Due to this
  delay, and as a goodwill gesture, we have now processed the received amount without
  deducting our administrative fee. We have attached a screenshot of the
  successful refund recorded in our system, and a separate refund confirmation
  has been sent to you as well.
  
  We trust this will successfully resolve your complaint, but remain at your
  disposal if you have any additional concerns.
  
  Thank you for your patience!
  
  Kind regards,
  Customer Relations Team
  ********

  Customer Answer

  Date: 13/01/2023

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  ****** *******

• Initial Complaint

  Date:03/01/2023

  Type:Customer Service Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I booked my flight to New Zealand with my partner. Since he had a change in plans, we called to change his portion only to a different date. Instead FN staff rebooked both of us on a different date. I’ve called 3 times and apparently the tech team needs to pull the original recording and rebook me back to the original booking date. However, it’s been 6 days and I have heard nothing. I tried talking to the supervisor but they won’t patch me through. They refuse. I need my flight ONLY rebooked to the original date of Jan 25th ASAP. Order number ******. Otherwise refund my portion.

  Business Response

  Date: 05/01/2023

  Dear Ms. *****,
  
  Thank you for your message.
  
  We are sorry to hear of your concern and have investigated the events recorded
  in your booking to find the issue and resolution to this problem.
  
  According to our internal logs, your booking, which includes two tickets, was
  rebooked on 26 December 2022. From your complaint and the subsequent notes
  recorded in your booking, we understand that you only intended to change the
  date of travel for one of two passengers, but that the change was made for both
  tickets.  
  
  There seem to have been an unfortunate misunderstanding when you called to rebook
  one of the tickets on 26 December, leading to both tickets being changed. This
  was escalated to our internal support to investigate and from the latest notes
  in your order, we can see that your ticket was changed, at our expense, back to
  the original dates booked. A confirmation was sent from our end, to the e-mail
  address provided by you during the booking process and it has also been
  attached to this response.
  
  We therefore hope that you concerns have already been resolved and we apologize
  for the inconvenience caused.
  
  Thank you for your patience and understanding!
  
  Kind regards,
  Customer Relations Team
  ********
  

  Customer Answer

  Date: 05/01/2023

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  ****** *****

• Initial Complaint

  Date:12/12/2022

  Type:Customer Service Issues
  Status:

  AnsweredMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  Extremely disappointed by the professionalism of this company. Flight Network rebooked my flight for December 11 from Jakarta to Toronto due to schedule change from the airline. The rebooked flight has transit through Dublin which requires a visa I don’t have. The agent assured me that visa wont be needed for transit within the same terminal which wasn’t the case. This sheer carelessness towards the customer cost me a lot of money for another last minute ticket i have to buy instead. Reservation ******.

  Business Response

  Date: 23/12/2022

  Dear Mr *******,
  
  Thank you for your message.
  
  We acknowledge your complaint in regards to the airline's boarding denial which has occurred due to visa issues.
  
  We checked the order and we note that indeed the inbound part of the booking has been re-booked with transit in Dublin as per your request, however on the system notes, we are unable to find the information that no Visa is required for the transit in Dublin.  
  
  According to our Terms and Conditions and as advised on the Order Confirmation email, passport, visa and/or health requirements can change and can vary depending on the passenger's nationality. We always advise to check with the relevant authority (embassy, consulate etc.) well in advance of travel. The travelers should ensure that they meet the passport, visa, affidavit, health and other requirements of the countries they wish to visit and those that they transit (even if it is for a plane change). We accept no responsibility should the travelers be denied boarding or be deported for any reason, including, but not limited to their age or invalid travel documentation.
  
  We have escalate the matter to our Quality Assurance Department for a call listening and we will reach out to you as soon as the investigation has been completed.
  
  In the meantime, we remain at your disposal if you should require further assistance.
  
  Best regards
  Customer Relations Team
  Flightnetwork CA

  Customer Answer

  Date: 23/12/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because:
  
  This just sounds like hand washing to me. I would only accept this response once actual followups as promised was done. 
  
  
  Sincerely,
  
  
  
  **** *******

  Business Response

  Date: 12/01/2023

  Dear Mr *******,

  Thank you for your message.

  We have escalated the matter to our Quality department and, from an attentive listening of your calls with our Customer Support occurred on 20th October 2022, they have noted and confirmed that our agents did not mention anything about Visa requirements. 

  As per our previous communication, our Terms and Conditions - which you have accepted and subscribed at the time of purchase - and the Confirmation email -  which you received upon completion of your order - advise you to check with the relevant authority (embassy, consulate etc.) well in advance of travel all the needed requirements about Visa, passport and other documents. The travelers should ensure that they meet the passport, visa, affidavit, health and other requirements of the countries they wish to visit and those that they transit (even if it is for a plane change). We accept no responsibility should the travelers be denied boarding or be deported for any reason, including, but not limited to their age or invalid travel documentation.

  For the above reasons, please note that your claim cannot be accepted as no error has been found on our end.

  We are always required to follow the airline’s rules and regulations and, according to the fare rules of your ticket, refund is not possible for this reservation.

  We hope that the above clarifies the situation and we remain at your disposal if you should require further information on this matter.

  Best regards
  Customer Relations Team 
  Flightnetwork CA
  

  
  

• Initial Complaint

  Date:08/12/2022

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  On May 10, 2022 we bought from Flight Network (FN) 6 seats on each of 4 legs of a trip from Newark, NJ to Crete leaving August 5, 2022 returning August 13, 2022 on ********* Airlines . (FN Order # ******.) FN showed a map with open seats & we selected seats. FN confirmed we reserved & paid for these seats for $1259. We didn't receive any of the seats purchased. Upon returning home, I called FN Customer Service. I was told to send documents to ******************@****************.com for refund for upgraded seats not provided. On Aug. 22 I sent this & received e-mail that my "query has not been registered" & I needed to fill out a website form (It wasn't working) so I called & spoke with Customer Service (CS) who sent me an e-mail & I resent my info as a reply to his e-mail while he held on the phone. He confirmed receipt of my info, said he sent it to support & I'd hear back in 48 hours. I didn't hear back. On Aug. 29, I called CS. I was told FN was waiting for a call back fom ********* & I'd hear back in 3-5 days. I didn't hear back, On Sept. 13, I called CS. They told me my case is "under process" & a request for refund was sent to *********. I asked to speak with a manager & was told a manager would call me back in 24 hrs. I didn't hear back. On Sept. 19 I called & spoke with CS & was told my case had never been sent to support & he submitted it while I was on the phone. I asked to speak with a manager & was denied. On Sept. 20, I received an e-mail stating "Seating product which you have purchased is always subject to availability, if not available seats are not guaranteed. Hence we cannot proceed with the refund as extra services are all non refundable products." On Oct. 21, I called CS & asked to reach someone else. They sent a link and I sent my info. I got confirmation they received my case ******** and never heard anything else. On Nov. 18, 2022 I called CS at *********. They hadn't received payment for upgraded seats from FN. (********* Booking #******).

  Business Response

  Date: 22/12/2022

  Dear Ms Bernstein,

  Thank you for your message.

  We acknowledge your complaint in regards to the seat product which you purchased through our website along with your flight reservation.

  We checked the order and we note that indeed, on 11th May 2022, you paid the amount of 1259.00 USD for the selection of your seats for all the passengers in reservation. Taking a closer look to the booking, it appears that the seats were initially confirmed on the airline's booking system, as per the normal routines, however, later on, due to a technical error, the seat selection was canceled and it was not possible for us to proceed with the payment to the airline. We are sincerely sorry for the inconvenience caused.

  Please note that the full refund of the amount paid for the selected seats has been processed to your payment method used upon booking; the funds will reach your account within 3 - 5 business days. Please find attached the refund confirmation from our system. 

  We are confident that your claim has been satisfied but we remain at your disposal if you should require further assistance.

  Best regards
  Customer Relations Team
  Flightnetwork US

  Customer Answer

  Date: 29/12/2022

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me. I am satisfied that they are refunding to me the $1259 we paid for seats we did not receive.
  
  
  
  Sincerely,
  
  
  
  ****** *********

• Initial Complaint

  Date:05/12/2022

  Type:Product Issues
  Status:

  ResolvedMore info

  Complaint statuses

  Resolved:

  The complainant verified the issue was resolved to their satisfaction.

  Unresolved:

  The business responded to the dispute but failed to make a good faith effort to resolve it.

  Answered:

  The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.

  Unanswered:

  The business failed to respond to the dispute.

  Unpursuable:

  BBB is unable to locate the business.

  I booked a trip from St. Louis, MO to Heraklion, Crete, Greece through Flight Network on May 11, 2022. The flights were on *** ****** and *********. My outbound flights were supposed to be on July 8, 2022. This flight was cancelled and rebooked for approximately 40 hours later. We did not accept the rebooking. *** ****** has confirmed that our tickets remain open. Flight network is stating that *** ****** is responsible for our refund, and *** ****** is stating that Flight Network is responsible for our refund. Flight Network states that they have not received confirmation that our tickets are open, but *** ****** has repeatedly communicated this to Flight Network. At this point, my trip is accruing interest at a 16% interest rate, and I had to rebook the trip outbound same day, so I am out the money for that flight as well. I tried to bring up a dispute with ******, the company providing my loan for the trip, but they responded that they could not do anything about this situation. I have since received notice from *** ****** that they refunded Flight Network $3320 on 24-Nov-2022. Flight Network is still insisting that we are not owed a refund for this cancelled flight.

  Business Response

  Date: 13/12/2022

  Dear Ms. ********,
  
  Thank you for your message regarding order ******.
  
  We acknowledge your request for a refund and concern regarding the handling
  time. Upon investigating your order and checking our logs, we can see that we
  filed a claim for a refund with the airline on 18 August 2022 and while
  checking with our Refunds team today, they confirmed that we had not received
  the funds in return yet. Our logs also show that the dispute you issued has now
  been closed and resolved in our favor.
  
  Please note that depending on the mode of transaction chosen by the airline to
  process your refund to us, it may take between two to four weeks from the
  transaction date before the funds are visible on our account. Rest assured,
  your order is on our refund queue and is therefore being monitored, awaiting
  the applicable funds in our account. Once received, we will mediate the
  transaction to you in accordance with our Terms and Conditions and the airlines
  policy.
  
  When you confirmed your purchase on our site, the funds for your tickets where
  immediately forwarded to the airline, to confirm the purchase and issuance of
  your tickets. As such, the airline is responsible for the issuance of your
  refund, and once received in our account, we are responsible for mediating the
  transaction to you, under the conditions agreed upon by all parties.
  
  Although we understand this may not be the response you were seeking, we hope
  it clarified the situation. 
  
  Thank you for your understanding.
  
  Kind regards,
  Customer Relations Team
  Flightnetwork

  Customer Answer

  Date: 13/12/2022

  
  
  Complaint: ********
  
  
  
  I am rejecting this response because: *** ****** provided me with receipts of the return. The money was transferred to FlightNetwork by *** ****** on 24-Nov-2022. It has been nearly 3 weeks since FlightNetwork received the refund. This refund needs to be immediately applied to the ****** loan which was used to pay Flight Network at the point of purchase. This was the resolution of the merchant dispute with ******. Currently, FlightNetwork is not upholding it's end of the agreement with ****** by withholding the refund.
  
  
  
  Sincerely,
  
  
  
  ******* ********

  Business Response

  Date: 22/12/2022

  Dear Ms. ********,
  
  Thank you for your reply regarding the order
  ******.
  

  We have
  taken notice of the documents form *** ****** you have sent us and we have
  shared them with the responsible department, to double check the refund status.
  As in our last email informed, it may take
  between two to four weeks from the transaction date before the funds are
  visible on our account.
  

  Thank you for your patience.
  
  Kind regards,
  Customer Relations Team
  Flightnetwork

  Customer Answer

  Date: 23/12/2022

  
  
  Better Business Bureau:
  
  
  
  I have reviewed the response made by the business in reference to complaint ID ********, and find that this resolution is satisfactory to me.
  
  
  
  
  Sincerely,
  
  
  
  ******* ********